Over the past few days, some of our nbn and ADSL customers experienced disruptions to their voice and data services. I wanted to provide you with information on the cause of the issue, what we have done to fix it and what you should do if you are still experiencing connection issues.

Firstly I apologise for the inconvenience this has caused if your service was affected. In this case the complexity of the issue meant it took some time to identify and it impacted customers in different ways at different times, depending on the type of modem that individual customers had and the environment that it was operating in. This made the fix on this occasion longer and more difficult.

In simple terms, there was a fault with the device that manages the interaction between our network and all of the different types of customer modems. It commenced late on Thursday night and was restored from a network perspective on Friday afternoon. As I said above, due to the complexity of the issue it took some time to identify, but once we did we were able to isolate the problematic device and start restoring individual services.

This addressed the underlying issue for most customers automatically, however subsequently we discovered that some customers’ modems continued to experience a connection issue. We advised these customers to restart the modem which has fixed the vast majority of the remaining connection issues.

We are aware that there remain a small number of customers still experiencing connection issues. If you have a Telstra TG587, TG797 or TG799 modem that has not reconnected to the network after a restart, please visit CrowdSupport for instructions on resetting your modem.

If you have followed these instructions and are still having problems please contact us on 133 933 (ADSL) or 1800 834 273 (nbn) so we can troubleshoot your issue further.

I apologise that on this occasion we have let you down.